U.S. patent application number 12/112409 was filed with the patent office on 2009-11-05 for providing customer service hierarchies within a virtual universe.
Invention is credited to Peter G. Finn, Rick A. Hamilton, II, Neil A. Katz, James W. Seaman.
Application Number | 20090276704 12/112409 |
Document ID | / |
Family ID | 41257943 |
Filed Date | 2009-11-05 |
United States Patent
Application |
20090276704 |
Kind Code |
A1 |
Finn; Peter G. ; et
al. |
November 5, 2009 |
PROVIDING CUSTOMER SERVICE HIERARCHIES WITHIN A VIRTUAL
UNIVERSE
Abstract
The present invention is directed to providing customer service
hierarchies within a virtual universe. A method for providing
customer service hierarchies within a virtual universe includes:
receiving a customer need request from an avatar; presenting a
virtual interactive menu and/or a web page after receiving the
customer need request; and if the menu and/or web page does not
satisfy the customer's need request, then providing a customer
service representative avatar to the avatar in need of customer
service. A system, a program product stored on a computer readable
medium, and a method for deploying such an application are also
disclosed.
Inventors: |
Finn; Peter G.; (Ontario,
CA) ; Hamilton, II; Rick A.; (Charlottesville,
VA) ; Katz; Neil A.; (Parkland, FL) ; Seaman;
James W.; (Falls Church, VA) |
Correspondence
Address: |
HOFFMAN WARNICK LLC
75 STATE ST, 14TH FLOOR
ALBANY
NY
12207
US
|
Family ID: |
41257943 |
Appl. No.: |
12/112409 |
Filed: |
April 30, 2008 |
Current U.S.
Class: |
715/706 |
Current CPC
Class: |
G06F 3/011 20130101 |
Class at
Publication: |
715/706 |
International
Class: |
G06F 3/048 20060101
G06F003/048 |
Claims
1. A method for providing customer service hierarchies within a
virtual universe, comprising: receiving a customer need request
from an avatar; upon the receiving, presenting at least one of: a
virtual interactive menu, and a web page; and if the presenting
does not satisfy the customer need request, providing a customer
service representative avatar.
2. The method of claim 1, if the customer service representative
avatar does not satisfy the customer need request, providing a
live, real-time customer server representative.
3. The method of claim 2, upon the live customer service
representative satisfying at least one aspect of the customer need
request, returning the avatar to one of: the virtual menu, the web
page, and the customer service representative avatar.
4. The method of claim 2, wherein live customer service
representative is presented in one of the virtual universe and a
live, real environment.
5. The method of claim 1, further comprising monitoring the virtual
universe for the customer need request.
6. The method of claim 1, wherein the virtual interactive menu
comprises at least one link to a data repository.
7. The method of claim 1, wherein the providing a customer service
representative avatar further comprises: providing an automated
interactive session between customer service representative avatar
and the avatar.
8. The method of claim 1, upon the customer service representative
avatar satisfying at least one aspect of the customer need request,
returning the avatar to one of: the virtual menu and web page.
9. The method of claim 1, further comprising querying the avatar if
the customer need request is satisfied.
10. The method of claim 1, wherein at least one of the receiving,
presenting, and providing are in a virtual commerce setting.
11. The method of claim 1, wherein the customer need request is
evidenced by an action, text, a voice, or combinations thereof.
12. The method of claim 1, further comprising storing a response
from the avatar to at least one of: the virtual interactive menu,
the web page, and the customer service representative avatar.
13. A system for providing customer service hierarchies within a
virtual universe, comprising: a component for receiving a customer
need request from an avatar; a component for presenting at least
one of: a virtual interactive menu, and a web page; and a component
for providing a customer service representative avatar if the
presenting does not satisfy the customer need request.
14. The system of claim 13, if the customer service representative
avatar does not satisfy the customer need request, further
comprising a component for providing a live, real-time customer
server representative.
15. The system of claim 13, further comprising a component for
monitoring the virtual universe for the customer need request.
16. The system of claim 13, further comprising a component for
querying the avatar if the customer need request is satisfied.
17. The system of claim 13, further comprising a component for
storing a response from the avatar to at least one of: the virtual
interactive menu, the web page, and the customer service
representative avatar.
18. A program product stored on a computer readable medium, which
when executed, provides customer service hierarchies within a
virtual universe, the computer readable medium comprising program
code for: receiving a customer need request from an avatar; upon
the receiving, presenting at least one of: a virtual interactive
menu, and a web page; and if the presenting does not satisfy the
customer need request, providing a customer service representative
avatar.
19. The program product of claim 18, the program code further
comprising: if the customer service representative avatar does not
satisfy the customer need request, providing a live, real-time
customer server representative.
20. The program product of claim 19, the program code further
comprising: upon the live customer service representative
satisfying at least one aspect of the customer need request,
returning the avatar to one of: the virtual menu, the web page, and
the customer service representative avatar.
21. The program product of claim 18, the program code further
comprising: upon the customer service representative avatar
satisfying at least one aspect of the customer need request,
returning the avatar to one of: the virtual menu and web page.
22. The program product of claim 18, the program code further
comprising: querying the avatar if the customer need request is
satisfied.
23. The program product of claim 18, the program code further
comprising: wherein the customer need request is evidenced an
action, text, a voice, or combinations thereof.
24. The program product of claim 18, the program code further
comprising: storing a response from the avatar to at least one of:
the virtual interactive menu, the web page, and the customer
service representative avatar.
25. A method for deploying an application for providing customer
service hierarchies within a virtual universe, comprising:
providing a computer infrastructure being operable to: receive a
customer need request from an avatar; upon the receiving, present
at least one of: a virtual interactive menu, and a web page; and if
the presenting does not satisfy the customer need request, provide
a customer service representative avatar.
Description
FIELD OF THE INVENTION
[0001] The present invention relates generally to improving the
customer's experience in a virtual universe, and more specifically
relates to providing customer service hierarchies within a virtual
universe.
BACKGROUND OF THE INVENTION
[0002] A virtual environment is an interactive simulated
environment accessed by multiple users through an online interface.
Users inhabit and interact in the virtual environment via avatars,
which are two or three-dimensional graphical representations of
humanoids. There are many different types of virtual environments.
However, there are several features many virtual environments
generally have in common:
A) Shared Space: the world allows many users to participate at
once. B) Graphical User Interface: the environment depicts space
visually, ranging in style from 2D "cartoon" imagery to more
immersive 3D environments. C) Immediacy: interaction takes place in
real time. D) Interactivity: the environment allows users to alter,
develop, build, or submit customized content. E) Persistence: the
environment's existence continues regardless of whether individual
users are logged in. F) Socialization/Community: the environment
allows and encourages the formation of social groups such as teams,
guilds, clubs, cliques, housemates, neighborhoods, etc.
[0003] An avatar can have a wide range of business and social
experiences. Such business and social experiences are becoming more
common and increasingly important in on-line virtual environments
(e.g., universes, worlds, etc.), such as that provided in the
on-line world Second Life (Second Life is a trademark of Linden
Research in the United States, other countries, or both). The
Second Life client program provides its users (referred to as
residents) with tools to view, navigate, and modify the Second Life
world and participate in its virtual economy.
[0004] Second Life and other on-line virtual environments present a
tremendous new outlet for both structured and unstructured virtual
collaboration, gaming, exploration, commerce, and travel, as well
as real-life simulations in virtual spaces. As virtual worlds are
providing a new and emerging marketplace for commerce, companies
are struggling to determine how best to provide both cost effective
and customer friendly methods of serving avatar patrons.
[0005] Virtual store-fronts, in particular, pose a unique
challenge, in that each avatar represents a real person who may
expect the same level of service that one would get in a physical,
real commerce environment. While physical commerce environments
have a natural limit of customers based on physical attributes
(e.g., aisle size, door size, counter space, store size, store
hours, etc.), no such barriers exist in the virtual commerce
setting. Thus, the dilemma becomes how does one best "staff" a
virtual store-front in an effective manner. As traditional bricks
and mortar entities, additional users, and legacy web providers,
all increasingly move into the virtual universe space, these
problems are increasingly compounded.
SUMMARY OF THE INVENTION
[0006] The present invention is directed to providing customer
service hierarchies within a virtual universe.
[0007] A first aspect of the present invention is directed to a
method for providing customer service hierarchies within a virtual
universe, comprising: receiving a customer need request from an
avatar; upon the receiving, presenting at least one of: a virtual
interactive menu, and a web page; and if the presenting does not
satisfy the customer need request, providing a customer service
representative avatar.
[0008] A second aspect of the present invention is directed to a
system for providing customer service hierarchies within a virtual
universe, comprising: a component for receiving a customer need
request from an avatar; a component for presenting at least one of:
a virtual interactive menu, and a web page; and a component for
providing a customer service representative avatar if the
presenting does not satisfy the customer need request.
[0009] A third aspect of the present invention is directed to a
program product stored on a computer readable medium, which when
executed, provides customer service hierarchies within a virtual
universe, the computer readable medium comprising program code for:
receiving a customer need request from an avatar; upon the
receiving, presenting at least one of: a virtual interactive menu,
and a web page; and if the presenting does not satisfy the customer
need request, providing a customer service representative
avatar.
[0010] A fourth aspect of the present invention is directed to a
method for deploying an application for providing customer service
hierarchies within a virtual universe, comprising: providing a
computer infrastructure being operable to: receive a customer need
request from an avatar; upon the receiving, present at least one
of: a virtual interactive menu, and a web page; and if the
presenting does not satisfy the customer need request, provide a
customer service representative avatar.
[0011] A fifth aspect of the present invention is directed to a
business method for providing customer service hierarchies within a
virtual universe, the business method comprising: managing a
network that includes at least one computer system that performs
the process described herein; and receiving payment based on the
managing.
[0012] The illustrative aspects of the present invention are
designed to solve the problems herein described and other problems
not discussed.
BRIEF DESCRIPTION OF THE DRAWINGS
[0013] These and other features of this invention will be more
readily understood from the following detailed description of the
various aspects of the invention taken in conjunction with the
accompanying drawings.
[0014] FIG. 1 depicts a high-level schematic diagram showing a
networking environment for providing a virtual universe in
accordance with an embodiment of the present invention.
[0015] FIG. 2 depicts a more detailed view of a virtual region
shown in the virtual universe of FIG. 1 in accordance with an
embodiment of the present invention.
[0016] FIG. 3 depicts a more detailed view of a portion of the
virtual region shown in FIG. 2 in accordance with an embodiment of
the present invention.
[0017] FIG. 4 depicts a more detailed view of the virtual universe
client shown in FIG. 1 in accordance with an embodiment of the
present invention.
[0018] FIG. 5 depicts a more detailed view of some of the
functionalities provided by the server array shown in FIG. 1 in
accordance with an embodiment of the present invention.
[0019] FIG. 6 depicts a more detailed view of a customer service
tool in FIG. 5 in accordance with an embodiment of the present
invention.
[0020] FIG. 7A depicts a virtual interactive menu presented by the
customer service tool in accordance with an embodiment of the
present invention.
[0021] FIG. 7B depicts a web page presented by the customer service
tool in accordance with an embodiment of the present invention.
[0022] FIG. 7C depicts a customer service representative avatar
provided by the customer service tool in accordance with an
embodiment of the present invention.
[0023] FIG. 8A depicts a first portion of a process flow for
providing customer service hierarchies within a virtual universe in
accordance with an embodiment of the present invention.
[0024] FIG. 8B depicts a second portion of a process flow for
providing customer service hierarchies within a virtual universe in
accordance with an embodiment of the present invention.
[0025] FIG. 9 depicts an illustrative computer system for
implementing embodiment(s) of the present invention.
[0026] The drawings are merely schematic representations, not
intended to portray specific parameters of the invention. The
drawings are intended to depict only typical embodiments of the
invention, and therefore should not be considered as limiting the
scope of the invention. In the drawings, like numbering represents
like elements.
DETAILED DESCRIPTION OF THE INVENTION
[0027] As detailed above, the present invention provides customer
service hierarchies within a virtual universe. Aspects of the
invention provide a tiered method of automated information access
in a virtual world where requests that are not satisfied by
automated methods are transparently queued to a live customer
service representative. This provides a low-cost front-end to
virtual patrons, while also providing the requisite level of
service when the automated communications do not sufficiently meet
the customer's needs.
[0028] FIG. 1 shows a high-level schematic diagram showing a
networking environment 10 for providing a virtual universe 12
according to one embodiment of this invention in which a service
for providing customer service hierarchies within the virtual
universe can be utilized. As shown in FIG. 1, the networking
environment 10 comprises a server array or grid 14 comprising a
plurality of servers 16 each responsible for managing a portion of
virtual real estate within the virtual universe 12. A virtual
universe provided by a typical massively multiplayer on-line game
can employ thousands of servers to manage all of the virtual real
estate. The content of the virtual real estate that is managed by
each of the servers 16 within the server array 14 shows up in the
virtual universe 12 as a virtual region 18. Like the real-world,
each virtual region 18 within the virtual universe 12 comprises a
living landscape having things such as buildings, stores, clubs,
sporting arenas, parks, beaches, cities and towns all created by
residents of the universe that are represented by avatars. These
examples of items are only illustrative of some things that may be
found in a virtual region and are not limiting. Furthermore, the
number of virtual regions 18 shown in FIG. 1 is only for
illustration purposes and those skilled in the art will recognize
that there may be many more regions found in a typical virtual
universe. FIG. 1 also shows that users operating computers 20
(e.g., 20A, 20B, 20C, 20D) interact with the virtual universe 12
through a communication network 22 via a virtual universe client 24
(e.g., 24A, 24B, 24C, 24D) that resides in the computer. Below are
further details of the virtual universe 12, server array 14, and
virtual universe client 24A, 24B, 24C, 24D.
[0029] FIG. 2 shows a more detailed view of a virtual region shown
18 in the virtual universe 12 of FIG. 1 with avatars concentrated
in various locations of the virtual region. As an example, the
virtual region 18 shown in FIG. 2 comprises a downtown office
center 26, restaurants 28 commercial zones 32 and boutiques 34 for
shopping and a convention center 36 for meetings and various
conventions. Also located in the virtual region 18 and/or within
the various sub-elements (e.g., downtown office center 26,
restaurants 28 commercial zones 32 and boutiques 34, convention
center 36, etc.) may be an information location 40. These examples
of items in the virtual region 18 shown in FIG. 2 are only
illustrative of some things that may be found in a virtual region
18 and those skilled in the art will recognize that these regions
can have many more items that can be found in a real-life universe
as well as things that do not presently exist in real life.
[0030] Residents or avatars which as mentioned above are personas
or representations of the users of the virtual universe, roam all
about the virtual region by walking, driving, flying or even by
teleportation or transportation which is essentially moving through
space from one point to another, more or less instantaneously. As
shown in FIG. 2, there is a large concentration of avatars in or
near the convention center 36, and there are a few avatars at the
commercial zones 32 and at the boutique 34 and none at the downtown
office center 26 and restaurants 28. Several avatars and/or a group
of avatars are queued up to enter the commercial zone 32 and/or the
boutique 34. This may cause, amongst other items, an undesirable
backlog and delay at the commercial zone 32 and boutique 34. If not
satisfactorily addressed by the commercial zone 32 and/or boutique
34, the avatar(s) may seek to satisfy their needs (commercial or
otherwise) at other establishments. In any event, aspects of the
method provide customer service hierarchies within the virtual
universe 12.
[0031] As more specifically shown in FIG. 3, an avatar, or group of
avatars, may have a need of some sort within the virtual universe
12. For example, a single avatar in FIG. 3 may be in a boutique 34
and has a particular need. As such, this avatar may go to a
customer service area 40 (e.g., "help desk") in order to get the
need addressed. The need could be virtually anything. For example,
it may be a question, a complaint, a request for information, a
transaction, and/or the like. Similarly, the customer need request
does not have to be obtained via going to a help desk, as shown in
FIG. 3. As discussed herein, there are a near infinite variety of
ways for rendering customer service under aspects of the present
invention.
[0032] FIG. 4 shows a more detailed view of the virtual universe
clients 24A, 24B, 24C, 24D shown in FIG. 1. The virtual universe
client 24, which enables users to interact with the virtual
universe 12, comprises a client management component 40, which
manages actions, movements and communications made by a user
through computer 20 (e.g., 20A, 20B, 20C, 20D at FIG. 1), and
information received from the virtual universe through the server
array 14. A rendering engine component 42 enables the user of the
computer 20 to visualize his or her avatar within the surroundings
of the particular region of the virtual universe 12 that it is
presently located. A motion controls component 44 enables the user
to make movements through the virtual universe. In one embodiment,
movements through the virtual universe can include for example,
gestures, postures, walking, running, driving, flying, etc.
[0033] An action controls component 46 enables the user to perform
actions in the virtual universe such as buying items for his or her
avatar or even for their real-life selves, building homes, planting
gardens, etc., as well as changing the appearance of their avatar.
These actions are only illustrative of some possible actions that a
user can perform in the virtual universe and are not limiting of
the many possible actions that can be performed. A communications
interface 48 enables a user to communicate with other users of the
virtual universe 12 through modalities such as chatting, instant
messaging, gesturing, talking and email.
[0034] FIG. 4 shows various information that may be received by the
client management component 40 from the virtual universe through
the server array 14. In particular, the client management component
40 receives avatar information about the avatars that are in
proximity to the user's avatar. In addition, the client management
component 40 receives location information about the area that the
user's avatar is near (e.g., what region or island he or she is in)
as well as scene information (e.g., what the avatar sees). The
client management component 40 also receives proximity information
which contains information on what the user's avatar is near and
object information which is information that can be obtained by
one's senses (e.g., touch, taste, smell, etc., and what actions are
possible for nearby objects (e.g., postures, movements). FIG. 4
also shows the movement commands and action commands that are
generated by the user that are sent to the server array via the
client management component 40, as well as the communications that
can be sent to the users of other avatars within the virtual
universe.
[0035] FIG. 5 shows a more detailed view of some of the
functionalities provided by the server array 14 shown in FIG. 1. In
particular, FIG. 5 shows a virtual region management component 50
that manages a virtual region within the virtual universe. In
particular, the virtual region management component 50 manages what
happens in a particular region such as the type of landscape in
that region, the amount of homes, commercial zones, boutiques,
bridges, highways, streets, parks, restaurants, etc. A virtual
region database 52 stores information on all of the items in the
virtual region 18 that the virtual region management component 50
is managing. In one embodiment, for very large virtual universes,
one server 16 may be responsible for managing one particular
virtual region 18 within the universe. In other embodiments, it is
possible that one server 16 may be responsible for handling one
particular island within the virtual region 18.
[0036] A customer service tool 53 provides customer service
hierarchies in the virtual universe 12. Below is a more detailed
discussion of the customer service tool 53 and how it provides
customer service hierarchies within a virtual universe 12,
including a discussion on how the tool 53 receives customer need
requests; presents virtual interactive menu(s) and/or web page(s)
to the customer; and further provides a customer service
representative avatar should the menu(s) and web page(s) not
satisfy the customer's needs.
[0037] FIG. 5 shows a network interface 54 that enables the server
array 14 to interact with the virtual universe client 24 residing
on computer 20. In particular, the network interface 54
communicates information that includes information pertaining to
avatars, location, trajectory, scene, proximity and objects to the
user through the virtual universe client 24 and receives movement
and action commands as well as communications from the user via the
universe client.
[0038] As shown in FIG. 5, there are several different databases
for storing information. In particular, database 56 contains a list
of all the avatars that are on-line in the virtual universe 12.
Databases 58 and 60 contain information on the actual human users
of the virtual universe 12. In one embodiment, database 58 contains
general information on the users such as names, addresses,
interests, ages, etc., while database 60 contains more private
information on the users such as email addresses, billing
information (e.g., credit card information) for taking part in
transactions. Databases 62 and 64 contain information on the
avatars of the users that reside in the virtual universe 12. In one
embodiment, database 62 contains information such as all of the
avatars that a user may have, the profile of each avatar, avatar
characteristics (e.g., appearance, voice and movement features),
while database 64 contains an inventory listing properties and
possessions that each avatar owns such as houses, cars, sporting
equipment, appearance, attire, etc. Those skilled in the art will
recognize that databases 58-64 may contain additional information
if desired. Although the above information is shown in FIG. 5 as
being stored in databases, those skilled in the art will recognize
that other means of storing information can be utilized.
[0039] An avatar transport component 66 enables individual avatars
to transport, which as mentioned above, allows avatars to transport
through space from one point to another point, instantaneously. For
example, avatars could teleport to an art exhibit held in a museum
held in Greenland.
[0040] An avatar management component 68 keeps track of what
on-line avatars are doing while in the virtual universe. For
example, the avatar management component 68 can track where the
avatar presently is in the virtual universe, what activities it is
performing or has recently performed. An illustrative but
non-exhaustive list of activities can include shopping, eating,
talking, recreating, etc.
[0041] Because a typical virtual universe has a vibrant economy,
the server array 14 has functionalities that are configured to
manage the economy. In particular, a universe economy management
component 70 manages transactions that occur within the virtual
universe between avatars. In one embodiment, the virtual universe
12 will have their own currency that users pay for with real-life
money. The users can then take part in commercial transactions for
their avatars through the universe economy management component 70.
In some instances, the user may want to take part in a commercial
transaction that benefits him or her and not their avatar. In this
case, a commercial transaction management component 72 allows the
user to participate in the transaction. For example, while walking
around a commercial zone, an avatar may see a pair of shoes that he
or she would like for themselves and not their avatar. In order to
fulfill this type of transaction and others similarly related, the
commercial transaction management component 72 interacts with banks
74, credit card companies 76 and vendors 78 to facilitate such a
transaction.
[0042] The components in FIG. 5 are all interconnected via an
interconnect 75. Although shown in FIG. 5 as connected via
interconnect 75, all of the components may be configured to
interact with each other using other means now known or later
developed. The components that are shown as being interconnected
via interconnect 75 are illustrated in that manner to convey the
close interactions that exist between these components such as the
banks 74, credit card companies 76, and vendors with the commercial
transaction management component 72.
[0043] FIG. 6 shows a more detailed view of a customer service tool
53 shown in FIG. 5 according to one embodiment of this invention.
As mentioned above, the user customer service tool 53 provides
customer service hierarchies within a virtual universe 12. As shown
in FIG. 6, in one embodiment, the customer service tool 53 resides
on a computer system that is a part of the server array 14 and
communicates directly to the virtual universe and its residents via
the virtual universe client 24. In other embodiments, the customer
service tool 53 might reside on separate computers in direct
communication with the virtual universe servers 16 and universe
clients 24.
[0044] The customer service tool 53 comprises a need receiving
component 80 configured to receive customer need request(s) of at
least one avatar within the virtual universe 12. The user need
receiving component 80 is configured to also monitor the virtual
universe 12 for any customer need request(s). By monitoring the
virtual universe 12, the need receiving component 80 can detect any
customer need request. The customer need request may be evidenced
by at least one of: an action, text, a voice, and combinations
thereof. For example, referring back to FIGS. 2 and 3, the customer
need request may be evidenced by the avatar locating him/herself at
a help desk 40 (e.g., action). Similarly, the avatar may voice
their desire for a customer need (e.g., voice). Alternatively, the
avatar may type a question (e.g., text). In still another
embodiment the need receiving component 80 may detect a customer
need request based on the action, voice, and/or text of a group of
avatars. For example, if a group of avatars exceeding a
predetermined quantity are in a specific location (e.g., at a door)
for a predetermined amount of time, then the need receiving
component 80 is configured to detect and determine, base on the
aforementioned, that a customer need request exists. Other
embodiments of actions, text, and/or voice items for creating a
detectable customer need request are part and parcel of the present
invention.
[0045] A need processing component 82 is configured to receive the
customer need request(s) from the need receiving component 80 and
use this data (e.g., avatar, questions, replies, etc.) to process
them. In particular, the need processing component 82 may store the
need requests in a question and answer ("Q & A") database 84.
The need processing component 82 may further process the customer
need request including determining what customer service response
is best suited for the customer need request. The customer service
response may be, for example, one of a menu, a web page, various
customer service representative avatar(s), and/or combinations
thereof.
[0046] The Q & A database 84 coupled to the need processing
component 82 contains data such as an avatar, or group of avatars'
questions, movements, locations, proximity to items and/or other
avatars, answers, needs, expressions, and/or the like. Although not
shown in FIG. 6, the Q & A database 84 receives information
directly from other components in the virtual universe server 16
such as location information, scene information, proximity
information, object information, etc.
[0047] Referring back to FIG. 6, the customer service tool 53
further comprises a customer service representative (CSR) rendering
component 86 configured to render and/or present the applicable
response to the customer need request received in the virtual
universe 12. The CSR rendering component 86 is configured to
provide a physical rendering of any one of the requisite responses
to the customer need request. In various embodiments, the rendering
can be of, for example, a virtual interactive menu, a web page(s),
various customer service representatives, combinations thereof,
and/or the like.
[0048] Aspects of the invention provide a staged approach for
providing information to an avatar, or group of avatars, in the
virtual universe 12. One goal is to meet the customer service
requirements of the avatar with the lowest cost method, and, only
as necessary, promote communication methods to more responsive and
concomitantly more expensive communication methods. While the last
(and most expensive) method of responding to the customer need is
to render a live customer service representative (CSR) (e.g., human
controlling the CSR real-time), the CSR may redirect or transfer
the avatar back to a lower cost method where known response to the
avatar's interest is available.
[0049] Referring to FIGS. 8A and 8B, which depict an embodiment of
a method of providing customer service hierarchies with a virtual
universe 12. As discussed herein an avatar, or group of avatars,
action signifies a need for communication/customer service. Such
actions may include entering a virtual store, asking a question,
typing, moving to a location, etc. At S1 the avatar's actions
signifies a customer service need. The avatar(s) may be monitored
for a triggering action to be detected, Upon obtaining of the
customer service need at S1, communication is initiated at S2.
[0050] The lowest cost method of customer service may be offered
first, thereby providing the first `filter` level of customer
service. As such, at S3 a virtual menu is presented. An exemplary
virtual menu is depicted at FIG. 7A. The virtual menu includes
various choices, such as, "System p"; "System z"; "System x";
"System i"; "Peripherals"; "Parts"; "Services"; and "None of the
above". Each of these menu options may be linked to an existing
frequently asked question data repository (e.g., Q&A database
84) within the virtual universe 12. As such, many general inquiries
by the avatar may be satisfied at this level. This is also likely
to be the best performing search, in that, the virtual universe 12
client addresses the request directly and it is not necessary to
start or involve any external interface. It should be understood
that the search order presented here may generally occur in another
order; may vary in order based on virtual universe 12 location;
and/or may be dynamically modified based on trigger type and/or
similar criteria.
[0051] At D4 and S5, the virtual menu and its concomitant FAQ links
are traversed to obtain customer data and satisfy the customer need
request. Alternatively, "None of the above" is selected (e.g.,
manually or automatically based on a failed search) and the next
level (e.g., web pages) are presented at S6.
[0052] FIG. 7B depict examples of web pages (e.g., "Web Page A";
"Web Page B"; and "Web Page C") presented. The web pages may be
offered based on trigger criteria. For example, if an Avatar
entered a virtual IBM.RTM. store and asked for information on
IBM.RTM. products, the following web-based resources may be
presented: IBM.RTM. server homepage; IBM.RTM. storage homepage;
IBM.RTM. service homepage; and "none of the above". IBM.RTM. As
with the virtual menus discussed herein, at D7 and S8, the web
pages are selected and traversed to obtain customer data and
further satisfy the customer need request. Alternatively, "None of
the above" is selected (e.g., manually or automatically based on a
failed search) and the next level (e.g., virtual customer service
representative) are presented at S9.
[0053] An example of a virtual customer service representative
(CSR) is depicted at FIG. 7C. The virtual CSR is presented to the
avatar and using existing Q&A/search-engine technology, an
automated interactive session is established in order to attempt to
provide the require information and satisfy the customer need
request. At this stage, since the first two search methods field to
fully address the customer need request, an attempt is made to
acquire additional information from the avatar by parsing the
questions, comments, matching keywords or their synonyms with terms
in the Q&A database 84. At this level the virtual CSR may be
able to provide an answer, or may demote or promote communication
methods based on results obtained. Additionally, upon the avatar
leaving a triggering location, a mechanism (e.g., a pop-up, a
survey, etc.) may be generated asking the avatar if the customer
need request has been successfully obtained. At D10 the avatar is
queried as to whether the information (e.g., response to the
customer need request) is obtained. For example, the virtual CSR
may ask the avatar "did this answer your question?" after providing
information in order to determine completion and success of the
communication.
[0054] Based on missed data (e.g., key words not recognized, no
solution after "X" number of automated attempts, etc.), the next
level is initiated at S11 wherein an on-duty, supplemental
stand-by, or "live" CSR is provided in virtual space and presented
with a transactional history. The live CSR conducts a live customer
assistance session with the avatar at S12.
[0055] All of these communication entry points may occur based on
avatar action, text, and/or voice triggers. Additionally, any
preceding avatar search actions may be maintained (e.g., Q&A
database 84) such that during promotion or demotion duplicate data
would not be presented to the avatar. For example, if a FAQ were
presented during a communication session on IBM.RTM. p595 servers
and the avatar was not interested, when the session is promoted to
the virtual CSR, this FAQ would not be presented again ever if it
were called-out by the search criteria. Ultimately, aspects of the
invention provide value to users of a virtual world by presenting
information in an efficient order, and to the owners and/or
sponsors of the virtual world by presenting information in a staged
approach beginning with methods that require the fewest computing
and human resources thus reducing overall cost.
[0056] In another embodiment of this invention, the customer
service tool 53 is used as a service to charge fees for each user,
or group of users, that seeks help for a customer need request or
possibly for each customer service representative rendering that is
provided. In this embodiment, the provider of the virtual universe
or a third party service provider could offer this customer service
tool 53 as a service by performing the functionalities described
herein on a subscription and/or fee basis. In this case, the
provider of the virtual universe or the third party service
provider can create, deploy, maintain, support, etc., the customer
service tool 53 that performs the processes described in the
invention. In return, the virtual universe or the third party
service provider can receive payment from the virtual universe
residents via the universe economy management component 70 and the
commercial transaction management component 72.
[0057] In still another embodiment, the methodologies disclosed
herein can be used within a computer system to provide customer
service hierarchies within a virtual universe. In this case, the
customer service tool 53 can be provided and one or more systems
for performing the processes described in the invention can be
obtained and deployed to a computer infrastructure. To this extent,
the deployment can comprise one or more of (1) installing program
code on a computing device, such as a computer system, from a
computer-readable medium; (2) adding one or more computing devices
to the infrastructure; and (3) incorporating and/or modifying one
or more existing systems of the infrastructure to enable the
infrastructure to perform the process actions of the invention.
[0058] FIG. 9 shows a schematic of an exemplary computing
environment in which elements of the networking environment shown
in FIG. 1 may operate. The exemplary computing environment 100 is
only one example of a suitable computing environment and is not
intended to suggest any limitation as to the scope of use or
functionality of the approach described herein. Neither should the
computing environment 100 be interpreted as having any dependency
or requirement relating to any one or combination of components
illustrated in FIG. 9.
[0059] In the computing environment 100 there is a computer 102
which is operational with numerous other general purpose or special
purpose computing system environments or configurations. Examples
of well known computing systems, environments, and/or
configurations that may be suitable for use with an exemplary
computer 102 include, but are not limited to, personal computers,
server computers, thin clients, thick clients, hand-held or laptop
devices, multiprocessor systems, microprocessor-based systems, set
top boxes, programmable consumer electronics, network PCs,
minicomputers, mainframe computers, distributed computing
environments that include any of the above systems or devices, and
the like.
[0060] The exemplary computer 102 may be described in the general
context of computer-executable instructions, such as program
modules, being executed by a computer. Generally, program modules
include routines, programs, objects, components, logic, data
structures, and so on, that performs particular tasks or implements
particular abstract data types. The exemplary computer 102 may be
practiced in distributed computing environments where tasks are
performed by remote processing devices that are linked through a
communications network. In a distributed computing environment,
program modules may be located in both local and remote computer
storage media including memory storage devices.
[0061] As shown in FIG. 9, the computer 102 in the computing
environment 100 is shown in the form of a general-purpose computing
device. The components of computer 102 may include, but are not
limited to, one or more processors or processing units 104, a
system memory 106, and a bus 108 that couples various system
components including the system memory 106 to the processor
104.
[0062] Bus 108 represents one or more of any of several types of
bus structures, including a memory bus or memory controller, a
peripheral bus, an accelerated graphics port, and a processor or
local bus using any of a variety of bus architectures. By way of
example, and not limitation, such architectures include Industry
Standard Architecture (ISA) bus, Micro Channel Architecture (MCA)
bus, Enhanced ISA (EISA) bus, Video Electronics Standards
Association (VESA) local bus, and Peripheral Component
Interconnects (PCI) bus.
[0063] The computer 102 typically includes a variety of computer
readable media. Such media may be any available media that is
accessible by computer 102, and it includes both volatile and
non-volatile media, removable and non-removable media.
[0064] In FIG. 9, the system memory 106 includes computer readable
media in the form of volatile memory, such as random access memory
(RAM) 110, and/or non-volatile memory, such as ROM 112. A BIOS 114
containing the basic routines that help to transfer information
between elements within computer 102, such as during start-up, is
stored in ROM 112. RAM 110 typically contains data and/or program
modules that are immediately accessible to and/or presently
operated on by processor 104.
[0065] Computer 102 may further include other
removable/non-removable, volatile/non-volatile computer storage
media. By way of example only, FIG. 9 illustrates a hard disk drive
116 for reading from and writing to a non-removable, non-volatile
magnetic media (not shown and typically called a "hard drive"), a
magnetic disk drive 118 for reading from and writing to a
removable, non-volatile magnetic disk 120 (e.g., a "floppy disk"),
and an optical disk drive 122 for reading from or writing to a
removable, non-volatile optical disk 124 such as a CD-ROM, DVD-ROM
or other optical media. The hard disk drive 116, magnetic disk
drive 118, and optical disk drive 122 are each connected to bus 108
by one or more data media interfaces 126.
[0066] The drives and their associated computer-readable media
provide nonvolatile storage of computer readable instructions, data
structures, program modules, and other data for computer 102.
Although the exemplary environment described herein employs a hard
disk 116, a removable magnetic disk 118 and a removable optical
disk 122, it should be appreciated by those skilled in the art that
other types of computer readable media which can store data that is
accessible by a computer, such as magnetic cassettes, flash memory
cards, digital video disks, RAMs, ROM, and the like, may also be
used in the exemplary operating environment.
[0067] A number of program modules may be stored on the hard disk
116, magnetic disk 120, optical disk 122, ROM 112, or RAM 110,
including, by way of example, and not limitation, an operating
system 128, one or more application programs 130, other program
modules 132, and program data 134. Each of the operating system
128, one or more application programs 130, other program modules
132, and program data 134 or some combination thereof, may include
an implementation of the networking environment 10 of FIG. 1
including the server array 14, the virtual universe client 24 and
the customer service tool 53.
[0068] A user may enter commands and information into computer 102
through optional input devices such as a keyboard 136 and a
pointing device 138 (such as a "mouse"). Other input devices (not
shown) may include a microphone, joystick, game pad, satellite
dish, serial port, scanner, camera, or the like. These and other
input devices are connected to the processor unit 104 through a
user input interface 140 that is coupled to bus 108, but may be
connected by other interface and bus structures, such as a parallel
port, game port, or a universal serial bus (USB).
[0069] An optional monitor 142 or other type of display device is
also connected to bus 108 via an interface, such as a video adapter
144. In addition to the monitor, personal computers typically
include other peripheral output devices (not shown), such as
speakers and printers, which may be connected through output
peripheral interface 146.
[0070] Computer 102 may operate in a networked environment using
logical connections to one or more remote computers, such as a
remote server/computer 148. Remote computer 148 may include many or
all of the elements and features described herein relative to
computer 102.
[0071] Logical connections shown in FIG. 9 are a local area network
(LAN) 150 and a general wide area network (WAN) 152. Such
networking environments are commonplace in offices, enterprise-wide
computer networks, intranets, and the Internet. When used in a LAN
networking environment, the computer 102 is connected to LAN 150
via network interface or adapter 154. When used in a WAN networking
environment, the computer typically includes a modem 156 or other
means for establishing communications over the WAN 152. The modem,
which may be internal or external, may be connected to the system
bus 108 via the user input interface 140 or other appropriate
mechanism.
[0072] In a networked environment, program modules depicted
relative to the personal computer 102, or portions thereof, may be
stored in a remote memory storage device. By way of example, and
not limitation, FIG. 9 illustrates remote application programs 158
as residing on a memory device of remote computer 148. It will be
appreciated that the network connections shown and described are
exemplary and other means of establishing a communications link
between the computers may be used.
[0073] An implementation of an exemplary computer 102 may be stored
on or transmitted across some form of computer readable media.
Computer readable media can be any available media that can be
accessed by a computer. By way of example, and not limitation,
computer readable media may comprise "computer storage media" and
"communications media."
[0074] "Computer storage media" include volatile and non-volatile,
removable and non-removable media implemented in any method or
technology for storage of information such as computer readable
instructions, data structures, program modules, or other data.
Computer storage media includes, but is not limited to, RAM, ROM,
EEPROM, flash memory or other memory technology, CD-ROM, digital
versatile disks (DVD) or other optical storage, magnetic cassettes,
magnetic tape, magnetic disk storage or other magnetic storage
devices, or any other medium which can be used to store the desired
information and which can be accessed by a computer.
[0075] "Communication media" typically embodies computer readable
instructions, data structures, program modules, or other data in a
modulated data signal, such as carrier wave or other transport
mechanism. Communication media also includes any information
delivery media.
[0076] The term "modulated data signal" means a signal that has one
or more of its characteristics set or changed in such a manner as
to encode information in the signal. By way of example, and not
limitation, communication media includes wired media such as a
wired network or direct-wired connection, and wireless media such
as acoustic, RF, infrared, and other wireless media. Combinations
of any of the above are also included within the scope of computer
readable media.
[0077] It is apparent that there has been provided with this
invention an approach for providing customer service in a virtual
universe. While the invention has been particularly shown and
described in conjunction with a preferred embodiment thereof, it
will be appreciated that variations and modifications will occur to
those skilled in the art. Therefore, it is to be understood that
the appended claims are intended to cover all such modifications
and changes as fall within the true spirit of the invention.
* * * * *